Exploring Customer Loyalty Following Service Recovery

By Tom DeWitt, D. Nguyen, R. Marshall. 2008

476 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/d229d07cdea2530ab6bcb32fd89cea4980825c73

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. S. Tanford
2. Lujun Su
3. Eunmin Hwang
4. Seyhmus Baloglu
5. P. Klaus
6. Aikaterini Manthiou
7. E. Hickman
8. Maxwell K. Hsu

In Sociology and Political Science

1. S. Tanford
2. Maxwell K. Hsu
3. Lujun Su
4. Seyhmus Baloglu
5. P. Klaus
6. Aikaterini Manthiou
7. E. Hickman
8. Yuhui Gao

Citations in the corpus

• Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “Notably, many other researchers have used positive and negative dimensions to measure emotions in the service literature (e.g., DeWitt et al., 2008; Jang & Namkung, 2009; Lee et al., 2008; Yalch & Spangenberg, 2000).”
• Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research (2020, background): “Another future research avenue could be to examine service recovery’s role in fluctuating emotions and in consumption outcomes (DeWitt et al., 2008; Chebat and Slusarczyk, 2005).”
• Building loyalty through reward programs: The influence of perceptions of fairness and brand attachment (2019, background): “Perceived justice influences emotions (Chebat and Slusarczyk, 2005; DeWitt et al., 2008) and trust (DeWitt et al., 2008; Kim et al., 2009; Kwortnick and Han, 2011).”